IT (INFORMATION TECHNOLOGY) SUPPORT SERVICES ANALYST IV

 

Job Specifications

Class Code:

TT5

Analyst:

TC†

Date Originated:

1/14/17 

Date Revised:

 ††

SANTA CRUZ COUNTY

DEFINITION

Under direction, to provide end user technical support and training, including performing help desk functions involving the installation, configuration, troubleshooting and support of desktop and laptop hardware, software, operating systems, printers and peripherals; and to do other work as required.

 

DISTINGUISHING CHARACTERISTICS


This is the expert level class in the IT support services series.† Incumbents perform duties of the highest level of complexity and difficulty, with the greatest scope and impact. Incumbents serve as an expert technical resource, act as mentors, and may lead the work of assigned staff. Incumbents use advanced leadership and technical skills to provide a variety of support services.† Errors in judgment regarding business or technical decisions may result in significant exposure.

 

TYPICAL TASKS

 

 

EMPLOYMENT STANDARDS

 

Thorough knowledge of:

 

Working knowledge of:

 

Some knowledge of:

 

Ability to:

 

Education and Experience:

 

Any combination of training and experience which would provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

 

A Bachelorís degree from an accredited college or university in a computer related field and five years of experience performing both technical support and training.

OR

Five years of experience performing both general technical support and training, which included level I support for two or more relevant enterprise level applications.

OR

Seven years of experience performing both technical support and training.

 

At least two years of qualifying experience must have been at the advanced journey or lead level.

 

SPECIAL REQUIREMENTS:

Background Investigation: Some positions may require fingerprinting and/or background investigation.†

License: Possession and maintenance of a California Class C Driver License.†

Physical Requirements: The ability to lift equipment weighing up to forty pounds.

Other Special Requirements: Availability to work irregular hours, which may include evenings, nights, weekends and holidays.

 

Previous Class Titles: None.

 

Bargaining Unit: 41

Workerís Comp Code: 0053

EEOC Code: 02

Occupational Unit Group: 84